Refund Policy

Returns & Refunds Policy

30-Day Return Policy

We want you to love your XenVital experience. If for any reason you're not completely satisfied, you have 30 days from the date of delivery to request a return.

Return Eligibility

To qualify for a return, your item must meet the following conditions:

  • Item is in its original, unopened packaging with inner packaging untampered
  • Product has never been assembled or used
  • Item and packaging are in fully resalable condition upon arrival at our warehouse
  • If you previously received a replacement unit, both the original and replacement must be returned to be eligible for a refund

Returns postmarked after the 30-day window or items returned in heavily used condition will not be accepted and no refund, exchange, or replacement will be issued.

To initiate a return or exchange, email us at support@xenvital.com

Return Shipping

  • XenVital does not provide return labels and is not responsible for return shipping costs
  • Shipping costs are non-refundable
  • If your package is refused or returned to sender, you will be responsible for associated return shipping costs, which will be deducted from any eligible refund
  • For items valued over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of untracked returns

Please include the following information with your return for faster processing:

  • Full name and email used for the order
  • Order number
  • Reason for return or the item you wish to exchange for

Refund Processing

Once we receive your return, please allow 7–14 business days for processing. You will be notified via email whether your return has been approved or denied.

  • If approved, your refund will be returned to your original payment method within 3–5 business days
  • If you don't see the funds after 5 business days, check your Junk/SPAM folder first for any notification emails
  • Still no update? Contact us at support@xenvital.com and we'll verify the status immediately

Damages & Issues

Please inspect your order immediately upon delivery. If your item arrives defective, damaged, or incorrect, contact us right away at support@xenvital.com so we can make it right as quickly as possible.

Missing Items

If something is missing from your order, contact support@xenvital.com within 5 days of delivery. To process your claim please provide:

  • A photo of the packing slip
  • A photo of all contents received
  • A photo of the shipping label

If your package appears tampered with, we also encourage you to file a claim directly with the carrier. Please note that missing item claims submitted after 5 days of delivery cannot be accommodated as we will assume the order was received as recorded.

Exceptions

The following items are not eligible for returns or refunds:

  • Sale items
  • Gift cards

Exchanges

The fastest way to exchange an item is to return your original purchase and once approved, place a new separate order for the item you'd like instead.

We're a passionate small brand and genuinely care about your experience. If you encountered any issue with your product, please let us know — your feedback directly shapes how we grow and improve. We're always listening at support@xenvital.com